💰 Returns and money-back guarantee
At Orthevia, your satisfaction comes first! Below is our transparent returns and refund policy:
1. Returning an incorrect, damaged, or faulty product
Have you received the wrong product, was it damaged in transit, or does it not work properly? We will be happy to offer you a replacement or a full refund.
How to request a return: Contact support@shoporthevia.com within 30 days of receiving your order. Include your order number, a clear description, and photos or a short video of the problem. Our team will process your request within 5 business days and send you return instructions.
Refund or replacement: We cover return shipping costs for approved returns. Refunds are processed to the original payment method within 5 business days of receiving and inspecting the product. Depending on your bank or card issuer, it may take up to 10 business days for the amount to appear in your account.
2. Returns at your own initiative (e.g. wrong choice, wrong size, different expectations, or a change of mind)
Deadline: You must request a return within 30 days of delivery.
Condition: For hygiene reasons, the product must be returned unused, unopened, and in its original packaging. An opened or visibly used product may be accepted for a partial refund (a deduction of up to 50%) or rejected following an individual assessment.
Costs: You are responsible for return shipping costs. Original shipping costs are not refunded.
3. Goodwill arrangements
If your return does not fully meet our standard conditions but the product is unused and in its original condition, we may consider offering a voucher following an individual assessment. Contact support@shoporthevia.com and we will review the options together.
4. Money-back guarantee (30-day satisfaction guarantee)
In addition to your statutory right of withdrawal, we offer a voluntary 30-day satisfaction guarantee:
Contact: Get in touch within 30 days of delivery and briefly explain why you are not satisfied. Our customer service team will help with usage tips or promptly offer a replacement.
Options: We reserve the right to offer different solutions, such as a partial refund or an exchange. Still not satisfied afterwards? You may then return the product.
Returns: You are responsible for return shipping costs. The purchase price is refunded only after inspection; a deduction of up to 50% may apply for signs of use, missing parts, or improper handling. Damaged or soiled products (e.g. coffee stains or odours) are not covered by the 30-day guarantee.
Limit: Applies a maximum of once per customer/household per product; commercial use and customised products are excluded.
Note: This guarantee is in addition to your statutory rights and does not replace them.
🚫 Exceptions
Normal wear and tear, damage caused by improper use, or unauthorised repairs are not covered by the guarantee. No refunds are issued for products recorded as delivered unless the carrier has confirmed they are lost.
📩 Contact details
Questions about delivery, returns, or refunds? Please contact us:
📧 support@shoporthevia.com
